The Future of Customer Service: These Companies Are Getting it Right | Business on GOOD - 4 views
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rteufel on 17 Nov 13This article lists some retailers that have been exceptional in their customer service. As I will be talking about Pre-purchase customer service, you can focus on that while reading what the firms are doing. How has your experience been with each of them?
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anonymous on 21 Nov 13I think this article is really great. I was interested to see that Zappos let the call center spend 10 hours with a customer. What were they doing for that long? Also, the article mentions Twitter activity sky-rocketing, and I find this interesting to see these companies utilizing different social media platforms to reach their customers.
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Kara Blakley on 21 Nov 13There is something to be said when (by the time you are finished reading this article) you are smiling from ear to ear! I was so incredibly touched by these retailer's stories of impecable customer service - especially the Ritz-Carlton with Joshie the Teddy Bear being able to explore the hotel's pool, front desk, golf cart, and getting his own Ritz-Carlton ID badge before being returned to it's owner. When a company (any company or retailer) goes out of their way to make a customer's day and keep them as a loyal/return shopper, there is nothing more special and important. Just by reading these stories, I am going to tell people about the company. Word-of-mouth marketing is the best form....and here I haven't even been an actual customer or purchased from them! Really, really neat to read how associates go above and beyond. The sad thing is that we just don't hear enough of these stories any more - it's almost like they come "once in a blue moon" when shouldn't they be happening every day? Food for thought as we go into our own customer service roles in the future!
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Lindsey Wacnik on 21 Nov 13Like has been mentioned in the previous comments, this article was a real eye opener. The lengths that these companies go to in order to provide spectacular service to their customers is remarkable. These companies are making a name for themselves and this service is helping to increase their brand reputation. People will be drawn in by the experience they can receive.
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Thomas Holmes on 21 Nov 13My brain makes me wonder how the company would react if an opposite reaction is given. Take the last one with the tiger bread really looking like giraffe bread, what if another child looked at that and was so unhappy that he can't eat awesome tiger bread anymore and has to eat stupid giraffe bread, and he sent in letters asking or begging to see tiger bread return. There is always a risk that it pleases one customer and displeases another. I can see going above and beyond like giving the grandmother clam chowder even on the off days and staying on the line for 10 hours but the "bottom up change" listed seems whimsical and pointless expect to have the story known and gain recognition. When I look at it that way, maybe a little too cynically because I am taking away the little girls giraffe bread, it seems like if you change your product for one person then why would the other customers expect any less. I think that good responses should be things you can replicate for every customer not just one or two over the top cases. I want my Tiger Bread back....
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Angelo Csuti on 21 Nov 13Good article! I heard about the tire-Nordstrom story and it really brought in a lot of publicity for the company. Interesting to see that those extreme customer services do not get too much abused by clients and still pay off . However I think it always depends on the company size. A small shop with excellent customer service always runs in danger of spending too much money and not getting enough word of mouth.
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Sarah Jacobsma on 21 Nov 13The customer service these companies provide to customers is amazing. These are some of the reasons that they are successful and stand out to consumers. I agree with Angelo that I am surprised people do not take advantage of these companies. I always respect companies and prefer to go to ones with better customer service in the end.